Business Operations Assistant

Company: NewRez LLC
Location: Fort Washington
Posted on: April 15, 2024

Job Description:

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Job Description

Primary Function

The Business Operations Specialist provides support to the DTC Call Center staff and senior management through a variety of day-to-day activities. This position also has responsibility to perform reviews for adherence with the Telephone Consumer Protection Act (TCPA) policies.

Principal Duties

• Performs a variety of daily, weekly, monthly, and quarterly reports that impact the Call Center Division including but not limited to performance management, rankings, call center reporting, trending, and report inventory.
• Manage and support the DTC Operations mailbox including but not limited to:
  • Answering general questions and escalation of request to other departments (as warranted)
  • JIRA ticket creation on behalf of sales.
  • Processing FHA case number requests and case cancellation requests.
  • Processing VA LIN and Certificate of Eligibility requests.
  • Perform all tasks related to the review of DTC Sales outbound solicitation calls for compliance with state TCPA call start and end times including but not limited to:
    • Review of TCPA Outlier report identifying solicitation calls.
    • Perform validation activities to confirm calls did/did not occur outside of state TCPA guidelines.
    • Preparation of review results summary.
    • Preparation and distribution of final monthly review results to individual Mortgage Consultants as well as their respective Sales Manager.
    • Partner with to IT to ensure systematic solicitation flagging and dialing rules are working as expected.
    • Provide support to the DTC Sales Call Center through administrative project focused responsibilities and other related duties as assigned by supervisor.
    • Act as the liaison between internal/external audit and business management to ensure all audit findings are addressed with remediation plans implemented and validated within the required timeframe.
    • Responsible for end to end assessments that identify operational and regulatory risks in addition to operational process gaps.
    • Responsible for end to end workflow creation, preparation, and upkeep for all processes within Originations Sales, Call Center Division.
    • Maintains Process, Policy and Procedures for the Originations Call Center Division
    • Provides support for division-wide programs and special projects through research, idea generation, presentation development and execution
    • Assists with training and development of direct-team Education and Experience Requirements
      • High School Diploma or equivalent work experience
        • Minimum 2 years previous work experience in Mortgage industry sales, processing or underwriting
        • Basic computer and Microsoft Office skills. Knowledge, Skill and Ability Requirements
          • Ability to work independently with minimal supervision.
          • Ability to multi-task and adapt quickly to change.
            • Excellent oral, written, listening, and organizational skills
              • Detail-oriented with efficient focus on work activities.
                • Strong sense of responsibility for completing work quickly and accurately
                • Ability to handle faster-than-average pace of activities
                • Careful decision-making skill with ability to avoid mistakes
                  • Must work well in a team environment and as an individual contributor.
                  • Must demonstrate careful decision-making skills.
                    
                    Company Perks:
                    --- 15 Paid Time Off (PTO) days and 18 after 1st anniversary!
                    --- 9 Paid Holidays
                    --- Casual Workplace
                    --- Employee Engagement Activities
                    
                    Company Benefits:
                    --- Medical (including Health Savings Account & Flexible Savings Account)
                    --- Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match! - Employee Assistance Plan
                    
                    --- Performance-based Incentives
                    --- Pet Insurance
                    
                    --- Advancement Opportunities
                    
                    Newrez NOW:
                    
                    --- Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
                    --- 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
                    --- Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
                    
                    --- Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
                    
                    Equal Employment Opportunity
                    We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
                    
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Keywords: NewRez LLC, Baltimore , Business Operations Assistant, Other , Fort Washington, Maryland